Complaints and Grievances
Definition of Complaints
An item is considered a complaint only if the student believes that Anchor Christian University is not following its own published policies (including its catalog, handbook, and enrollment agreement), the requirements of its religious exemption, or applicable state or federal law. Students with concerns that do not meet this definition should work with University staff to resolve them without using the formal process described below.
Grade appeals and student conduct matters follow their own procedures in the catalog and are not handled under this policy, unless the student believes the University did not follow those procedures.
Steps to Resolve Complaints
Students ordinarily follow the steps below in order. A complaint concerning the President may be submitted directly to the Chair of the Board of Trustees without first seeking resolution from the President.
Informal resolution. Work first with the appropriate staff or faculty member to resolve the issue. For example, a billing concern goes first to the Business Office. When University staff receive what they believe is a complaint, they will notify the President, Ben Wilhite, for guidance.
Written complaint to the President. If no resolution is reached, submit a detailed written complaint to the President at ben@anchoru.com. Students are encouraged to name the University policy or law they believe is not being followed, the people and dates involved, and the outcome they are seeking. If the student has already discussed the concern informally with the President, this written complaint starts the formal stage. The University will respond in writing within 4 weeks of receiving the complaint, and usually sooner.
Review by the Board of Trustees. A student dissatisfied with the President’s written response may request review by emailing board@anchoru.com within 30 calendar days after receiving that response. If the President does not respond within four weeks, the student may request Board review within 30 calendar days after that response period ends.
A complaint concerning the President may be submitted directly to board@anchoru.com within 30 calendar days after the student becomes aware of the matter. The Board or an uninvolved committee it designates reviews the complaint and responds in writing within six weeks. The Board’s decision is the University’s final decision.
Complaints Outside the University
Students are encouraged to use the University’s complaint process to seek resolution. Nothing in this policy prevents a student from contacting an appropriate public agency or pursuing an available legal remedy. External agencies determine their own jurisdiction, filing requirements, and deadlines.
Florida Commission for Independent Education. ACU operates under Florida’s religious exemption from licensure. Students with questions or concerns about the University’s exemption status or compliance with exemption conditions may contact the Commission for Independent Education at 325 West Gaines Street, Suite 1414, Tallahassee, Florida 32399-0400; (850) 245-3200; or www.fldoe.org/cie. The Commission determines whether a matter falls within its authority.
Consumer protection. Complaints alleging fraud, deceptive advertising, or other unfair business practices may be filed with the Florida Office of the Attorney General, Consumer Protection Division, at myfloridalegal.com.
Records and Non-Retaliation
The University keeps a record of each formal complaint, its resolution, and related correspondence for at least 6 years. No student will be subject to retaliation for filing a complaint in good faith.